Game Master Retirement Home

I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response.

As long as the petition is filed from the proper character (preferably through the client, as that prepares a lot of info in the proper way) and within 7 days of the loss, no data will be lost (but as always, the sooner you petition this the better). The amount of time that passes before a GM touches the petition has little to no impact on our ability to resolve the issue.

Senior GM Homonoia | Info Group | Senior Game Master

Ice Fire Warriors

Shadow Cartel

Number of petitions in our queues that are waiting for a reply from a GM: 6179Number of petitions in our Game Play queue are waiting for a reply from a GM: 3010Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00Number of petitions in our Billing queue are waiting for a reply from a GM: 621Oldest petition in our Billing queue that has not received any reply yet: 2011.12.29 13:05:00

Please note that we have several other, more specialized queues that may take more time; most notably issues dealing with hacking and account sharing, or our senior and other second line queues.

We are working as hard as we can to get the queues back under control.

Solution?

- Take a shot (or four) of tequila. - Select the petition que.- Press the buttons "Ctrl" and "a" at the same time.- Press the "Reimburse" button (or the "Reject - The logs show nothing" button... whichever you feel more in the mood to do).- Forget that anything ever happened and go back to "business as usual."

Number of petitions in our queues that are waiting for a reply from a GM: 6179Number of petitions in our Game Play queue are waiting for a reply from a GM: 3010Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00Number of petitions in our Billing queue are waiting for a reply from a GM: 621Oldest petition in our Billing queue that has not received any reply yet: 2011.12.29 13:05:00

Please note that we have several other, more specialized queues that may take more time; most notably issues dealing with hacking and account sharing, or our senior and other second line queues.

We are working as hard as we can to get the queues back under control.

Number of petitions in our queues that are waiting for a reply from a GM: 6179Number of petitions in our Game Play queue are waiting for a reply from a GM: 3010Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00Number of petitions in our Billing queue are waiting for a reply from a GM: 621Oldest petition in our Billing queue that has not received any reply yet: 2011.12.29 13:05:00

Please note that we have several other, more specialized queues that may take more time; most notably issues dealing with hacking and account sharing, or our senior and other second line queues.

We are working as hard as we can to get the queues back under control.

Yeah... Its something wrong with this game.....

All of this is mostly caused by the combination of the holiday gifts, GMs visiting family for the holidays, the expansion (which always causes a spike in petitions generated) and a lot more activity in game than before.

Us GMs are used to this type of crunch as it happens at least 2 or 3 times a year. Usually a customer support department deals with this by using temporary staff, but for us that is simply not a real option as it takes around 6 months to properly train a GM that is already an experienced EVE player.

Time Sync

I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response.

As long as the petition is filed from the proper character (preferably through the client, as that prepares a lot of info in the proper way) and within 7 days of the loss, no data will be lost (but as always, the sooner you petition this the better). The amount of time that passes before a GM touches the petition has little to no impact on our ability to resolve the issue.

Thanks mate.

I put in the petition as soon as I reported the bug, from the affected character in game.

All of this is mostly caused by the combination of the holiday gifts, GMs visiting family for the holidays, the expansion (which always causes a spike in petitions generated) and a lot more activity in game than before.

Us GMs are used to this type of crunch as it happens at least 2 or 3 times a year. Usually a customer support department deals with this by using temporary staff, but for us that is simply not a real option as it takes around 6 months to properly train a GM that is already an experienced EVE player.

I wasnt thinking over GM's work.... Im shure you do what you can....Its all those petitions......

Eclipse Industrials

Quantum Forge

Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00

eeeEE YEOUCH!!!

So besides raw queue size, what does that actually mean in terms of time? Obviously not all petition types can be answered with the same "One petition = nine minutes of research and one minute response," but roughly how does that translate to work load?

Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00

eeeEE YEOUCH!!!

So besides raw queue size, what does that actually mean in terms of time? Obviously not all petition types can be answered with the same "One petition = nine minutes of research and one minute response," but roughly how does that translate to work load?

This is highly dependable on a lot of different factors. Some petitions take less than a minute, other may take hours. Most take about 5 to 15 minutes for the initial investigation and reply. However, a lot of petitions come back and then the Q&A dance starts; it is impossible to say how long that takes. Some petitions require only 1 reply, some can go on and on until my 23 inch screen has been filled with text several times over.

Game Master Retirement Home

I stumbled on a nasty little bug a few days ago that instantly vanishes inventory items en masse.

I reported it and it was confirmed as a new defect a few hours later.

My petition for reimbursement for goodness knows how many items were lost. I can't track such a large inventory in my head, but I know a large chunk of my Datacore stockpile is gone.

I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response.

I think ive just encounterd this same problem, wiped the contents of 3 of my station containers... 7 years worth of stuff that ive been collecting.. gone.

Now I can only sit around and wait for them to respond, I hope I dont get some idiot GM :(

If you find yourself with a disagreeable game master for any reason you can always request another game master to review your petition. This is in most cases far more expedient than requesting escalation and waiting for a senior GM's attention. You will still have the option to request escalation, of course.

We are currently in the process of burning down our petitions queues after the holidays and we'll hopefully soon get back within an acceptable time frame to respond to the average petition.

Well, would still be cool if a gm could respond. Also, a suggestion, maybe integrate a timer screen on the petitions interface in game, so people could see what the currentbacklog is ? I reckon it would stop a few people bumping their petitions, or even posting on forums about delays if we could see in game :)

Sebiestor Tribe

Minmatar Republic

Due to the holidays petition response times in non-express categories can be considerably delayed unfortunately. We will be crunching full force as soon as we are at full man-power again after the New Year.

We can only assure those with pending petitions that all petitions will be answered.

Thank you for your continued patience and understanding.

I think the most frustrating aspect is the not knowing how long. I've had one sitting since 12th Jan and even a "we've had a look and it's not a priority case, it will be answered by date X", would be nice.

Working for a big company, I think CCP should commit to SLAs for petition processing times and resolution.

For that to be properly implicated, wouldnt the gm's or ccp have to publish a list of what is deemed "frivolous"?. A person submitting a petition for the first time could get a ban etc for something they did not know was deemed as frivolous.